Service Delivery Team Leader

7 months ago

Manchester, United Kingdom Egencia Full time

Egencia (an Amex GBT company) is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

Team Leader Role at Egencia

Scope and Expectations

Job Mission: The Team Leader is responsible for managing and motivating travel consultants to ensure they meet, maintain, and exceed established customer service goals and standards.

Interpersonal Skills
- People leadership: Act as the People Leader for Travel Consultants within the team. Build effective relationships through positive communication that motivates and influences others.
- Effective coaching: Passion for coaching with excellent questioning and listening skills. Take an active part in all staff development strategies to continually improve and strengthen the teams
- Problem solving: Solution orientation; coaching employees to find their own solutions. Ability to delegate to and prioritize tasks for others.
- Managing complexity: able to work effectively in a highly complex, diverse, changing and demanding service environment. Capable of prioritizing, multi-tasking, and handling high volume effectively. Adapts well and is energized by change whilst maintaining focus on key business goals and personal objectives.
- Customer service focus: Produce outstanding results both professionally and personally by being proactive and committed. Continually focus on achieving positive results contributing to the business success of Egencia.
- Excellent communication: Written & spoken communication, listening and influencing. Friendly, confident manner with all levels. Confident delivering constructive feedback.
- Data driven: Focus on customer and data driven decision-making.

Professional Skills & Tasks
- Drive Performances:

- Provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets and contributing to the overall company results.
- Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans, working in partnership with HR as applicable.
- General Management & Communications
- Participate actively and regularly to management activities with their colleague Team Leader and manager.
- Communicates effectively, timely and regularly to their travel consultants any key information.
- Develop Self & Others
- Is involved in the new staff hiring process (interview and decision process).
- Plays an important part in the newly hired travel consultants and team leaders “on the job” training.
- Deliver specific local trainings if and when appropriate.
- Participates continuously in Egencia Team Leader development program.
- Support (in collaboration with all other team leaders)
- 1st level of support for TC.
- Report and follow up on technical issues.
- Support on client and customers complaints / investigations.
- Help with other department escalations (example - client services, customer care, planning ).
- Play an active role on real time SLA / performance monitoring (in collaboration with the Command Center).

Coordinate on team’s planning / activities with planning & controls t

Location

United Kingdom - Manchester

The #TeamEgencia Experience

Work and life: Find your happy medium at Egencia.- Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.- Wellbeing resources to support mental and emotional health for you and your immediate family.- And much more

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult

GBT Recruitment Privacy Statement

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